Legal Considerations of Voice Logging 

By Peter DeHaan, Ph. D.
December, 2002

Legal issues regarding the recording of phone calls must be considered before embarking on voice logging.  This varies on a state-by-state basis.  Some states and countries require “one-party notification” in which only one of the two individuals needs to be made aware that the call is being recorded.  This, of course, is most easily done by notifying the call center agents.  This should be part of the employee handbook they receive upon being hired.  By them signing off on the handbook, it has been documented that they have been duly notified that the recording will take place.  Check with a local attorney familiar with state employment law, as it may be advisable to have a separate sheet signed by each employee, which explicitly notifies him or her that calls will be recorded.  (At least 37 US States, the District of Columbia, the US Federal law, Canada, and England only require one-party notification.  Note that there is some disagreement over the determination of the requirements for a few states.)

The other scenario requires that both parties be made aware that the call is being recorded; these are called “two-party notification” states.  (Depending on the source, there are ten to thirteen US states that fit this category.)  This can be accomplished by playing a preamble recording on every call or inserting a periodic beep tone.

The preamble recording is common, but may prove to be a technical challenge to do so on every account.  There is also the concern of how to respond to clients who object to an automated announcement before every one of their calls.  Typical verbiage for the announcement or preamble recording is, “Thank you for calling ABC Company, your call may be monitored for training or quality assurance purposes.”

Alternately, many voice logging systems provide an optional beep tone.  There are specific parameters to which this beep must adhere.  According to VLR Communications, the beep tone needs to be a 1260 to 1540 Hertz tone, lasting 170 to 250 milliseconds, and broadcast for both sides to hear every 12 to fifteen seconds when recording is taking place.  The interesting part of this requirement 15 that both parties must be able to “hear” the beep tone; there is no measurable audio level specified.  Therefore, it makes sense to set the beep level at a low volume, while still being audible to both parties.  Still, many people find this beep tone to be disconcerting and distracting.  Although call center agents typically grow used to the beep tone and eventually tune it out, this is not the case with callers, who generally find the ongoing beeping to be an annoying vexation.  Callers may even discuss the beep tone or voice recording with the agents, thereby lengthening call time and decreasing the quality of service.

Several Websites contain information about notification, unfortunately, they are not in complete agreement.  This is shown in the following chart.  Regardless of this information, be sure to consult a local attorney before recording any phone calls.

Also, there are privacy concerns and issues.  In general, one should take every possible precaution to avoid recording personal phone calls.  A practical way of doing so is to only record conversations in the call center (and explicitly not in the breakroom or on any common area telephone) and to have an enforced policy against placing or receiving personal phone calls while in the operations room.  These steps will help to ensure that personal phone calls are not inadvertently recorded and that privacy rights are not encroached.  Again, obtain legal counsel before recording any phone calls.

Voice logging is used for quality assurance, training, self-evaluation, verification, and dispute resolution.  Several vendors offer voice logging products; they are:

Alston Tascom, call 866-282-7266 or visit www.alstontascom.com.

Amtelco, call 800-356-9148 or visit http://callcenter.amtelco.com/voicelog.htm.

CadCom, call 800-537-1827 or visit www.onvisource.com.

Exacom, call 603-228-0706 or visit www.exacom.com.

Professional Teledata, call 800-344-9944 or visit www.professionalteledata.com.

Record/Play Tek, call 219-848-5233 or visit www.recordplaytek.com.

VLR Communications, visit www.vlrcommunications.com.

To read other articles written by Peter DeHaan, go to From The Publisher or check out his blog at http://blog.peterdehaan.com.  In addition to publishing Connections Magazine and AnswerStat magazine (for hospital and medical related call centers), Peter also publishes several related websites, including MyArticleArchive.com.  He may be reached at 866-668-6695, dehaan@connectionsmagazine.com or www.PeterDeHaan.com.

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